I was just reading an article on BBC business about how retail sales are showing a 1.8% drop between December and January. It’s a worrying sign because it could be an indication that the economy is headed for another contraction just after having supposedly come out of a recession. The thing about retail sales is that I’m not 100% sure how they capture online shopping, if they do so at all. The thing about recession is that people start looking…
Image via Wikipedia It’s with great pleasure that I can announce that we’ve managed to resolve both our claims for compensation with RyanAir and FlyBe. It does show that most companies do have procedures for dealing with the problems that arise from time to time. I do intend to follow up all this with a thank you letter. I think it always makes good sense to give feedback on this sort of event, because this does encourage this sort of…
Interesting article in The Reg talking about how Electronic Arts (EA) decided to run a promotion giving away free fuel. The result: gridlock. From the article: Another great moment in the annals of computer game PR stunts today – Electronic Arts caused gridlock this morning by offering £40 of free petrol to punters in Finsbury Park, north London. In retrospect, it probably was to be expected, but do you think it really achieved their aims? Sure people are talking about…
What do you think is a best way to disappoint a customer? I’m sure you can come up with a big list, but right there at the top is promising something and not delivering. I arrived at the airport this morning nice and early because I knew they had free Wifi here, fired up my laptop … and no Wifi. It wasn’t all bad though, because when I tried 30 mins later the network was there, so it could well…
I came across a great post on Andrew Chen’s blog today that lists 25 reasons why customers stop using your product. The list originally came from the gaming community and Andrew has converted it to the online social media markets, but the points he outlines can apply to many other industries. Here are his reasons behing customer churn: First experience “I don’t get what this site is about” “This site is not for people like me” “The colors/design/icons look weird” “I already use…
I was travelling through Luton yesterday and I couldn’t help noticing how both the airport and airlines use FUD (Fear, Uncertainty and Doubt) to help them reduce costs and streamline their operations. Here are some examples I noticed: Regular announcements that if you try to pass security with more than 1 item of hand luggage, you may be sent back to checkin RyanAir claiming that if you go to the gate with more than your allotted allowance/over your weight limit/oversize…